Versa 3 replacement not the same color

[MargoJ]

Apparently posting here is the only way to make a complaint 

So fed up with lack of response 

Subject: Re: Your Fitbit Chat Inquiry - 

Hi Andrea 

I originally purchased a fitbit versa 3 with Aluminium case and light blue strap 

Having been told to upgrage my Fitbit account to a google account the device stopped synchronising - then going onto fitbit support I could see this is a problem with many people

Fitbit support arranged a return via DHL

The replacement device is black and not suitable for a female it is very masculine and does not match the light blue strap from the original purchase

Under the customer rights act ...

A replacement would usually need to be identical, that is of the same make and model and if the goods were bought new then the replacement would need to be new.

I would like the same device back as I returned 

Please can someone reply and sort this out or do I need to go to the ombudsman so he can do it for me? 

Moderator Edit: Removed personal info

[Guy_]

Hi @MargoJ - please contact customer support again they should sort this out for you.

[MargoJ]

Hi Guy

Many thanks for your reply but I have contacted support at least 3 times
with just the 1 reply from Andrea and then nothing hence the reason I'm on
the community board

Margo

[Guy_]

Thanks @MargoJ - I'll escalate this to a moderator as it is not normal.

[MargoJ]

Thank you Guy - I really appreciate the help as getting nowhere by myself

[EstuardoFitbit]

Greetings from the Fitbit Community, @MargoJ. @Guy_ I really appreciate your bringing this to our notice

In light of your remarks, I would want to make it clear that our replacement procedure and the color of the device we send as a replacement are contingent upon our warehouse's availability at all times. I hope you can appreciate that there's a possibility we won't have the exact color you're looking for.

In any event, I'd want to forward this information to our support staff so they can investigate. I appreciate your understanding and patience in advance.

[MargoJ]

This is the reply I  got ... very poor at best 

I do not want a new device I want want that is suitable for me to wear !!!!

Hi Margo

Hope this email find you well
Thank you for reaching out to us regarding your desire to obtain a new device. While we completely understand your request. 
We want to assure you that a refurbished device is just as good as a new device and is rigorously tested to ensure it is in excellent working condition before we send it to you. We urge you to visit our website through the link to learn more about our warranty policies. Please rest assured that we will do everything within our powers to ensure that you are fully satisfied with your refurbished device. If you have any further inquiries or concerns, please do not hesitate to get in touch with us, and we will be more than happy to assist.
Sincerely,

AndreaJ and the Fitbit Team

[MargoJ]

Hi 

I think you have totally missed the point of my post 

Firstly I have been returned a black watch which is very masculine and unsuitable for me The replacement device is black and not suitable for a female it is very masculine and does not match the light blue strap from the original purchase  

Secondly basic consumer law states 

Under the customer rights act ...

A replacement would usually need to be identical, that is of the same make and model and if the goods were bought new then the replacement would need to be new.

This is statue law regardless of you policy

Thirdly I am also complaining about the lack of response from the support team and ability to sort this out 

I am sure if you had returned a pink version to a man you would take this more seriously 

Margo

[EstuardoFitbit]

Hi there @MargoJ, thanks for the update of your case. 

I totally understand how frustrating this situation can be. I want to reassure you that we constantly strive to give our users the best service we can. As of this time, I'd advise you to keep in touch with our support staff because they have access to certain tools needed in situations like this.

They will take care of your case and will provide you with all the information you need to be aware of. 

[MargoJ]

Thank you again for your reply I have just got another email from support talking about the condition of the device and once again they have missed the point I am not doubting the quality of the replacement just the suitability For the second time I have just got a standard reply and wondering if anyone has even read my complaint Sent from my Galaxy

[MargoJ]

Once again you have missed the point please read my complaint properly I understand Fitbit has policies but I slso have consumer rights 

My complsint once again ...

I have been returned a black watch which is very masculine and unsuitable for me The replacement device is black and not suitable for a female it is very masculine and does not match the light blue strap from the original purchase  

I do not want a new device or questioning the validity of a repair I just want a device that I can wear the returned device also does not match my existing strap 

I am sure if you had returned a pink version to a man you would take this more seriously 

-------- Original message 

Hi Margo 

Thank you for contacting us and your interest in resolving this matter. I understand your concern regarding the condition of the device you received and I recognize that, as a consumer, you expect to receive a product in perfect condition.
We understand that, according to consumer rights, you have the right to a replacement if the product does not comply with the promised specifications. However, according to our warranty policies, we may offer a refurbished device as a replacement, as indicated in our 
Our warranty policy is based on our internal procedures for evaluating and repairing devices to ensure that they meet appropriate quality and performance standards before returning them to the market. These products go through a rigorous warranty process and are tested to ensure that they meet our criteria. I hope you understand that our return and warranty policy is in line with international industry standards and applies to all our products. We appreciate your patience and understanding regarding this matter.

Sincerely,

AndreaJ and the Fitbit Team

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